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Information Technology Service Desk

Encore Technical Solutions Inc.

Surrey

On-site

CAD 55,000 - 75,000

Full time

2 days ago
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Job summary

A technology consulting firm in Surrey is seeking an IT Service Desk Analyst to provide technical support and manage user accounts. The ideal candidate has a post-secondary education in Computer Science and experience in tier 1 and tier 2 support. This is a 6-month contract role with potential for extension. Candidates should have excellent time management skills and the ability to troubleshoot systems effectively.

Qualifications

  • Strong understanding of incident, change, and problem management processes.
  • Collaborative mindset with strong interpersonal and communication abilities.
  • Self-motivated with a desire to continuously learn and improve.

Responsibilities

  • Provide technical support to end users.
  • Install and configure hardware and software.
  • Manage user accounts and permissions using Active Directory.

Skills

Technical support for Tier 1 and Tier 2 issues
Excellent time management
Interpersonal communication
Troubleshooting applications and hardware
Experience supporting remote and on-site users

Education

Post-secondary education in Computer Science

Tools

Microsoft 365
Active Directory
VPN software (e.g., Cisco, FortiGate)

Job description

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IT Service Desk Analyst (IT Support Analyst)

Surrey, BC

5 days per week in office

6 month contract opportunity - extendable (convert FTE)

Position Overview :

Reporting to the Service Desk Supervisor, this role involves providing technical support for Tier 1 and Tier 2 issues while delivering exceptional customer service. The IT Support Analyst will handle troubleshooting and configuration for a variety of technologies including desktop / laptop systems (Windows and macOS), mobile devices (iOS and Android), printers, basic networking, and other peripherals. This is an on-site position based in Surrey, BC, with a Monday to Friday schedule. Bilingual proficiency in English and French is considered an asset.

Primary Duties :
  • Deliver prompt, courteous, and effective technical support to end users.
  • Guide users through issue resolution with clear, easy-to-follow instructions.
  • Manage and prioritize incoming support requests, ensuring timely updates and resolution.
  • Escalate complex issues when necessary while maintaining user communication.
  • Install and configure hardware and software for end users.
  • Provide support for telephony systems and related applications.
  • Troubleshoot and resolve issues with networked and standalone printers.
  • Assist with mobile device setup, configuration, and support.
  • Educate users on best practices and technology use.
  • Manage user accounts and permissions using Active Directory.
  • Follow all workplace safety and health regulations and company policies.
  • Perform additional tasks as assigned by leadership.
Qualifications & Skills :
  • Post-secondary education in Computer Science or a related field, or equivalent experience.
  • Strong understanding of incident, change, and problem management processes.
  • Excellent time management and organizational skills.
  • Collaborative mindset with strong interpersonal and communication abilities.
  • Experience supporting both remote and on-site users.
  • Proficient in troubleshooting applications, hardware, and telephony systems.
  • Familiarity with cloud-based productivity tools, especially Microsoft 365.
  • Self-motivated with a desire to continuously learn and improve.
  • Strong analytical and problem-solving skills using structured methodologies.
Technical Expertise :
  • Support for email clients across desktop, web, and mobile platforms (Office 365, Exchange Online, on-prem Exchange).
  • Management of shared mailboxes and calendar resources.
Security & Access Management :
  • User account administration via Active Directory.
  • Endpoint protection using Microsoft Defender.
  • File access control and group policy management.
Mobile & Telephony :
  • Deployment and maintenance of smartphones and tablets (iOS / Android).
  • Experience with mobile device management platforms (e.g., Intune, AirWatch).
  • Support for mobile plans and user account changes.
  • Administration of cloud-based phone systems (e.g., RingCentral).
Networking :
  • VPN client support (e.g., Cisco, FortiGate).
  • Remote support tools (e.g., BeyondTrust, VNC).
  • Hardware / software refresh and deployment.
  • Imaging and automation for workstation setup.
  • Application packaging and deployment.
  • Asset tracking and license management.
Service Desk Operations :
  • Familiarity with ITSM platforms (e.g., ManageEngine ServiceDesk Plus).
  • Support for file recovery and user data restoration.
Seniority level

Mid-Senior level

Employment type

Contract

Job function

Customer Service and Information Technology

Industries

IT Services and IT Consulting

Note: This job posting is active.

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